Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
The Product Support Engineer will ensure the Product team has the right tools in place to streamline operations and continually deliver customer value aligned to Cision’s business objectives. You will collaborate with the CX/Support, Production Engineering, Product Management and Engineering Development teams to improve transparency and communication, quickly and efficiently resolve customer issues and increase the value of Cision’s product delivery. In this role you will also pull together cross-functional resources for issue resolution and own processes such as intake, prioritization and stakeholder communication.
The Product Support Engineer will coordinate efforts between CX/Support, Production Engineering, Product Management, Engineering, Sales and more. Will work closely with these functional teams to identify issues needing Product and/or Engineering support, engaging the relevant resources to work toward resolution, and communicate to all stakeholders.
Key Responsibilities
- Coordinate product-related issue resolution so that Cision can ultimately deliver more value to more customers, faster
- Collaborate with Production Engineering, Product Management, Engineering, and CX/Support in the definition, evolution and documentation of our operational processes, ensuring successful cross-functional adoption as we scale
- Support enterprise-level product and application systems with technical assistance
- Respond to general inquiries and trouble tickets promptly for external and internal clients
- Investigate, diagnose, troubleshoot, and identify potential solutions to a problem.
- Prioritize multiple open issues, develop, and keep track of issue triage and trouble tickets worked
- Document Actionable bugs for engineering resolution, provide software application assistance
- Consult the software development team, as well as internal users
- Administer security permissions for various web-based app
- Managing internal batch processes and data integrity
- Establishing the root causes of product and application errors and escalating serious concerns to the development team
General Responsibilities
- Partner with Production Engineering, Product Leads and Engineering to connect the dots across the Product Ecosystem, ensuring appropriate resources and attention is given on the most critical areas of work
- Partner with Product, Engineering and Design partners to provide strategic and tactical thought leadership to effectively drive solutions and implementations
- Implementing operational programs, streamlining processes and managing prioritization, bringing the ability to quickly put structure in place to resolve issues
- Demonstrate confidence in presenting to various audiences
- Demonstrate organizational agility to adapt to changing demands
Qualifications
- 2+ years of experience in product operations, product management, support or an engineering or operational role that worked closely with key business stakeholders such as Customer Support, Engineering and Product Management
- Knowledge of SQL or pSQL (Oracle) and scripting language (such as Python) is required
- Bachelor's Degree in software engineering, computer science, information technology or similar preferred
- Knowledge of Elasticsearch and Kibana preferred
- A passion for delivering an outstanding user experience and can develop a deep understanding of complex problems and come up with creative solutions to solve them
- A talent for building empathy for user problems
- An awesome project manager with a track record of proactively managing end-to-end execution of projects
- Strong written and verbal communication skills and are great at explaining highly technical topics to technical and non-technical audiences
- Can-do attitude and ability to juggle multiple priorities simultaneously
- High analytical skills, attention to detail, open communication and the ability to work autonomously
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As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results.
PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its
Brandwatch and
Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit
www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the
CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by
DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact
[email protected]
